ROI CALCULATOR

Every extra minute your agents spend on the phone costs your
organization money. The Cost per Call is a metric that is commonly
used in contact centers as a broad indicator of efficiency. It also sheds
light on the contact center’s overall cost-effectiveness and each agent’s
individual performance. Reducing time spent on calls will add up quickly.

Faster issue identification: agents can see the problem with their
own eyes, eliminating the need for them to rely on the customer’s
description of the issue.

Simplified and clarified instructions: customers receive precise
Augmented Reality guidance on their screen, so the point of reference
and required course of action are crystal-clear.

Reduced escalations: frontline agents become multiskilled product
experts, capable of resolving all but the most complex cases.

Elimination of irrelevant cases: rapid identification of issues that are
outside of scope, for example: by seeing that a customer’s warranty has
expired.

Better remote resolution: a more efficient customer support process
eliminates 90% of NFF dispatches.

Truck rolls – or the need to dispatch a technician to a customer’s location – represent one of the largest costs in customer service operations, across numerous industries. Every time a technician is dispatched, the company incurs a significant expense, and sometimes these visits prove unnecessary or unproductive, such as those that are categorized as No Fault Found (NFF), meaning the problem was so simple to fix that the customer could have resolved it themselves, with expert remote guidance. There are also numerous cases of technicians with the wrong skill sets or the wrong spare parts being dispatched, as a result of misjudgment on the part of agents who do not have the benefit of Visual Assistance.

Better remote resolution: a more efficient customer support process eliminates 90% of NFF dispatches.

More use cases can be safely resolved remotely: agents’ product
knowledge and experience of customer issues are rapidly expanded by
using Visual Assistance.

Due diligence prior to dispatch: agents can determine the exact
nature of the issue and dispatch the right technician with the correct information and parts.

Remote consultation: technicians requiring further support in the field can consult with a remotely located expert.

In many customer care organizations, FTF is used to gauge the quality of customer service as well as the overall efficiency of operations. When agents achieve FTF, it means that they resolve the issue the first time the customer contacted the company, eliminating the need for the customer to follow up with a second contact to seek resolution.

Faster issue identification: agents can see the problem with their own eyes, eliminating the need for them to rely on the customer’s description of the issue.

Elimination of confusion: customers receive precise Augmented Reality guidance on their screen, so the point of reference and required course of action are crystal-clear.

Verification of action completion: after every stage of the resolution process, the agent is able to confirm that the required action has been carried out and correct the customer if necessary.

Verification of resolution: visually confirming that the issue is indeed resolved goes a long way towards avoiding repeat calls about the same issue.

Easier data verification: when visual proof is required, such as for billing disputes, promotional eligibility or warranty authentication, customers can simply show the agent their documents via their smartphone.

AHT measures the duration of each customer episode with the goal of ensuring contact center efficiency, planning headcount and reducing operational costs. Contact centers seeking to lower their AHT must ensure that measures taken do not negatively impact the quality of customer service or the customer’s overall experience. Some thought leaders - such as the Harvard Business Review – have called the value of AHT into question, stating that it encourages agents to deprioritize complex issues. However, most leading companies still depend on the metric, considering it alongside other KPIs such as First Call Resolution (FCR) and Net Promoter Score (NPS).

It is important to note that in some cases, Visual Assistance can actually increase AHT, because agents are empowered to resolve the customer’s issue on the call, rather than ending the call quickly by escalating it to Tier 2 agents or initiating a technician dispatch. There is also a learning curve over the first few weeks of use, as agents get to grips with the new tools at their disposal, although once they’ve mastered them, call durations gradually decrease. Over time, when comparing calls successfully resolved with Visual Assistance with calls resolved without it, AHT usually decreases significantly.

Quick grasp of the issue: agents instantly see the nature of the problem, enabling them to understand and resolve it faster, since showing is always faster than telling.

Clear visual guidance: using Augmented Reality, the customer is shown precisely what actions are required, allowing them to complete the process in a fraction of the time.

Verification of resolution: agent can visually confirm resolution much more quickly than by asking the customer for verbal verification.

Elimination of irrelevant cases: rapid identification of issues that are outside of scope, for example by seeing that a customer’s warranty has expired.

Reduction of post-call work: capturing images of defective devices is much faster than writing a lengthy report.

NPS is an easy-to-calculate metric that is widely used to gauge customer loyalty. It measures customers’ overall perception of a brand and the likelihood of them recommending the product or service to a friend. Respondents are segmented into three customer types: promoters, passives and detractors. The evaluation determines the need for proactive activities to prevent customer churn by targeting unhappy customers and addressing any negative issues before they abandon ship or damage the brand with negative word-of-mouth.

CSAT calculates the percentage of satisfied customers out of the total number of customer requests received. It differs from NPS as CSAT measures satisfaction with a specific product or service, whereas NPS measures overall customer loyalty to the organization. Visual Assistance results in faster and more efficient call resolutions and a more satisfying customer experience with each and every customer interaction.

In addition to these areas, TechSee can positively impact a number of other KPI’s at your organization, including:

• Improve ESAT: Visual Assistance empowers agents to ‘see what the customer sees,’ boosting agent productivity, reducing labor intensity and improving overall job satisfaction.
• Reduce Employee Churn: When employees feel they are providing value via their everyday tasks, and are trusted for their knowledge, expertise and integrity, they aren’t likely to churn.

Would you like to learn more about the financial impact that TechSee’s Intelligent Visual Assistance solution will have on your business?
Click here to schedule a personalized demo.

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• Buyers Guide
• Churn Survey
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